Service Designer

The Service Designer will support the Project Director in working through each stage of the design and innovation process. Applying human-centered design principles and methodologies, this role will ensure that experiences are designed with the people in community. This role will support our service design strategy, conduct research, gather insights, complete a variety of service design deliverables such as service blueprints, customer journey maps, personas, and prototypes. The ideal candidate will have a passion for applying their design skills to problem-solving in the interest of collective impact on the lives of Albertans. We seek someone who is empathic, curious, and highly collaborative.

If you are passionate about your community, aspire to make an impact, thrive in a fast-paced environment, and want to make a difference, then we’re looking for you!

What you will do

Work with the Project Director in the development and implementation of The Social Impact Lab Alberta scaling initiative.

Service Design Strategy:

• Develop and execute service design strategies aligned with SIL AB goals and objectives.
• Identify opportunities for innovation in service design.

User Research and Insights:

• Conduct user research using qualitative and quantitative methods to understand user needs, behaviors, and preferences.
• Gather insights from user research to inform design decisions.

Service Design Deliverables:

• Create high-quality service design deliverables, such as service blueprints, customer journey maps, personas, wireframes, and prototypes.
• Ensure that deliverables effectively communicate the envisioned experience.

Collaboration and Stakeholder Management:

• Collaborate with cross-functional teams, stakeholders, and partners to gather input and align objectives.
• Foster buy-in initiatives by effectively communicating design concepts and recommendations.

Human-Centered Design:

• Apply human-centered design principles and methodologies throughout the design process.
• Advocate for the user perspective to ensure experiences are designed with the people and community in mind.

Design Thinking and Innovation:

• Apply design thinking methodologies to drive innovation and problem-solving.
• Encourage creativity and explore new approaches to design challenges.

Project Management:

• Manage service design projects, including planning, timeline management, resource allocation, and risk mitigation.
• Ensure projects are delivered on time, within budget, and according to quality standards.

Evaluation and Iteration:

• Evaluate the effectiveness and impact of implemented services through usability testing, feedback analysis, and service evaluation techniques.
• Use insights to iterate and improve service design solutions.

Continuous Learning and Development:

• Stay updated on industry trends, emerging technologies, and best practices in service design.
• Continuously improve skills and knowledge through professional development activities.

Leadership and Collaboration:

• Share service design expertise, insights, and thought leadership within the organization.
• Actively participate in knowledge sharing initiatives and contribute to the advancement of service design practices within UWCA.

What you will bring

Experience:

• A good theoretical background and practical experience in service design, storytelling, and workshop facilitation.
• Proven ability to lead projects; autonomy and responsibility to meet your objectives without the need to be controlled.
• Strong understanding of business needs and the ability to directly relate to them.
• Exceptional writing skills and the ability to present information clearly, convincingly, and credibly.
• Experience as a service designer or in a related design discipline, with a minimum of five years of progressively responsible experience in innovation, design, and project management.
• Thorough knowledge of design thinking and human-centered design.
• Track record of leading service design projects and delivering tangible outcomes, not just outputs.
• Proficiency in producing high-quality service design and user experience artifacts such as personas, user journeys, prototypes, and blueprints.
• Expertise in synthesizing user insights, market data, and global trends to create exceptional user experiences.
• Collaborative mindset, capable of working with cross-functional teams to bring designs to life while balancing user needs, business requirements, and technical constraints.
• Ability to engage in usability testing to continuously iterate ideas and designs.
• Keen interest in design best practices and trends, with the ability to incorporate them into deliverables.
• Experience running workshops and presenting deliverables to senior stakeholders.
• Exceptional visual storytelling skills and a strong sense of aesthetics. Ability to create visually stunning and clear digital artifacts is essential.
• Innate collaboration and curiosity, with a focus on supporting others and delivering exceptional results as a team.

Attributes:

• Demonstrated understanding of the design thinking approach to problem-solving.
• Extensive experience in creating storyboards, human-centric flows, prototypes, and testing methods.
• Ability to work and collaborate with various disciplines within the company and external parties.
• Experience in both campaign creation and digital experience design.
• Project management expertise in handling complex projects throughout the design and innovation cycle.
• Strong interpersonal and relationship management skills to build connections, co-create, and collaborate with teams, citizens, and stakeholders at large.
• Agile mindset applied to all aspects of work.
• Understanding of the digital economy and its impact on user behavior.
• Capability to work within given constraints, such as technology, policy, and financial considerations